Customer Service Manager

Customer Service Manager

Are you the people-first leader who can guide a highly skilled team through change while elevating the customer experience to the next level?

Wolters Kluwer is looking for a driven Customer Service Manager to join our team in Hasselt, Gent or Mechelen

About Wolters Kluwer

Wolters Kluwer is a global provider of expert solutions, software, and professional information for professionals in the fields of Healthcare, Tax & Accounting, Finance, Compliance, and Legal & Regulatory. Every day, we support professionals in making better decisions and solving complex challenges with confidence.

Within Wolters Kluwer Tax & Accounting (TAA), we help accountants, bookkeepers, and organizations of all sizes improve productivity and optimize their tax, audit, and accounting processes. Our innovative tools and deep industry expertise enable customers to work more efficiently, deliver higher‑quality services, and stay compliant in an ever‑changing regulatory landscape.

About the role

As a Customer Service Manager, you will lead our customer support function in Belgium, an experienced team with extensive domain expertise. You ensure they deliver exceptional service every day while guiding them through organizational change and growth. You act as a key connector across Customer Support, Product, Tech, Sales, and other departments, directly influencing customer satisfaction, retention, and team development.

What will you be doing?

In this role, you combine operational leadership with strategic development:

• Supervise daily operations and ensure service quality and KPI achievement.
• Support team members in managing internal and external escalations.
• Facilitate regular team meetings, performance conversations, and 1:1 development check‑ins.
• Build career paths and succession planning.
• Manage team scheduling to ensure the right coverage at the right time.
• Improve processes and ensure best practices are consistently applied to ensure a consistent level of service delivery.
• Collaborate closely with Product, Tech, Sales, and other stakeholders to drive improvements.
• Review data, KPIs, and dashboards (e.g., PowerBI) and translate them into actionable insights.
• Foster a positive, motivating team culture where people feel valued, supported, and heard.
• Play a key role in enhancing team expertise across a broad portfolio of products.

This role is hybrid, with 2 office days (primarily Hasselt and occasionally Ghent) and 3 WFH days. Quarterly travel to the Netherlands and the UK will be required.

What makes this role interesting?

• You will lead a high‑tenure team with deep knowledge and strong customer commitment.
• You will shape and modernize how our support organization is structured and developed.
• You will work across a large, diverse software portfolio, creating focus and building subject‑matter expertise.
• You will drive meaningful change and guide people through transformation.
• You will play a pivotal role in reshaping the Support function across the business.
• You will collaborate closely with senior stakeholders and influence key organizational outcomes.
• You will work in an international context with exposure to multiple regions and teams.

Who are you?

You are a people‑oriented leader who thrives on coaching, leading change, and empowering and enabling others.

You bring:

• Proven people & team management experience.
• Experience working in B2B environments, especially product support.
• Strong change leadership skills, with examples of leading teams through transitions and change journeys.
• Confidence in challenging the status quo and improving processes.
• Resilience, adaptability, and comfort with ambiguity.
• Ability to read the stories behind the data and track KPIs.
• Fluency in both Dutch and English.
• A nurturing mindset with a focus on team development and empowerment.

What we offer:

• A full-time managerial role within a stable, experienced, and highly knowledgeable team.
• The chance to develop and transform a growing support organization.
• A collaborative culture focused on learning, development, and customer impact.
• Flexible and hybrid working arrangements with regular presence in Hasselt and Ghent.
• A competitive compensation package with attractive benefits.
• Access to extensive learning and development opportunities within Wolters Kluwer.
• A competitive compensation package with attractive benefits.

Are you ready to make an impact?

Apply today and help shape the future of our Client Services organization. We look forward to discovering the strengths you'll bring to our team.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.